Connecting People, Ideas and Products in the Document Imaging Industry since 1994
engage ‘n exchange July 2013 Volume 20 No. 7 RoundTable Discussion
State of the Laser Parts Industry Catching up with Ed McLaughlin Beyond Sharp Business Profile
OverstockPartsNetwork.com
A Conversation with Greg Gondek President of Advanced Copy Technologies Toshiba President & CEO Moves On Dealer Spotlight
Business Profile
Intellinetics, Inc. The New-Wave of ECM
OEM Green Solutions Environmental Innovations that are Shaping the Future of the Industry Straight Talk
The State of the Copier Parts Industry
Makers A ConversationDifference with JD Sullivan President of Image Matters Everything Old is New Again Lexmark Dealer Event Update Great Tech Expectations Even the Best Managed Print Services Can Get Better
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e n x
IN THIS ISSUE
ENX Staff
Susan Neimes Publisher & Editor
IN THIS ISSUE
• Business Profile Intellinetics, Inc
Page 26
• How Easy Is It To Go Green? by Scott Cullen
Page 20
• OEM Green Solutions by Christina Kim
Page 30
• The State of the Copier Parts Industry by Christina Kim
Page 38
Contributors
Scott Cullen Contributing Editor
• A Conversation with JD Sullivan, President of Image Matters in Knoxville, TN by Scott Cullen Page 46 Ronelle Ingram Contributing Editor
Julia Gonzales Graphic Designer
Christina Kim
• Lexmark Dealer Event Update by Andy Slawetsky
Page 50
• Great Tech Expectations by Ronelle Ingram
Page 52
• Even the Best Managed Print Services Can Get Better by Jim Hamilton
Page 56
• Xerox 7420 style Fuser Modules by Britt Horvat
Page 66
• Printer Tech Tip by Laser Pros
Page 69
• Tech Help by Smarka!
Page 70
• Display Advertisers Index
Page 60
• Calendar of Industry Events
Page 64
engage ‘n exchange
Associate Editor
Jim Hamilton CompTia
Andy Slawetsky Industry Analysts
Britt Horvat The Parts Drop
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July 2013 l www.enxmag.com
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By Scott Cullen
STATE OF INDUSTRY
How Easy Is It To Go Green?
It’s Not Easy Going Green, but It’s Inevitable he green movement continues to pick up steam in all facets of society but has it created opportunities for the average office technology dealer? For some dealers green opportunities depend on geographic location, for others it depends on the type of customer. Whether opportunities abound or are few, dealers are still working ‘green’ and sustainable issues into their talk tracks, especially with the emergence of managed print services—a no-brainer for ‘green’ if there ever was one.
sustainability committee and we had all different players we had to interact with,” recalls Belanger. It was challenging because we still had to deal with our existing contacts as well as work through a different process with the sustainability committee.”
We address it, but we don’t have people openly approaching us asking us to reduce those processes,” notes JD Sullivan, president of Image Matters in Knoxville, TN. “That being said we do almost no state, local or federal business.”
“We did a lot more homework and ended up with an MPS-type program, more from their direction, and ended up replacing most of their printers because it was better for them to print to the larger MFPs,” says Belanger.
T “
As a business, however, Image Matters JD Sullivan does its part, and green initiatives are also Image Matters part of its managed print program. Fully 100 percent of every cartridge sold is recycled and that includes competitors’ cartridges that those competitors don’t take back. “If it’s a toner cartridge, put it in our box, shipping is prepaid, and it will go back to a recycling facility,” states Sullivan. Some dealers have found that setting an example is helpful even if they’ve yet to see an immediate payback. Image Matters has an internal focus on reducing their carbon footprint whether through recycling or something as simple as not using disposable dishes. Again, that doesn’t mean clients are clamoring to hear more about how they can reduce their carbon footprint. “I’m not seeing it, and in the South I don’t think they’re as aware as they should be or as they are on the West Coast,” states Sullivan. “From an office technology standpoint, maybe 10 percent of the time somebody wants to have a discussion about it.” ay Copy in the Boston area uses ‘green’ initiatives as one of the talk tracks for their MPS program although it doesn’t always resonate with customers and prospects. “In our area of the country it’s not as strong as in California,” says Bay Copy President Ray Belanger. “But it’s starting to grow.”
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Bay Copy also assisted the customer with an internal campaign to sell this ‘green’ initiative to the end users within the office, focusing on why it was a good thing. “That required a fair amount of work,” notes Belanger. As far as the rest of Bay Copy’s customer base, it comes down to customer size. “It’s definitely out there, and the larger the customer, the more conscious they are about it,” reports Belanger. None of my customers bring up green,” admits Art Post, a veteran copier sales rep for a dealership doing business in New Jersey and Pennsylvania. “It’s not high on the list of what they’re looking for. But it’s always a talking point for me when I get into some of the features and benefits of what the systems do.”
“
Art Post
or Chip Miceli, president of DPOE in Des Plaines, IL, a dealership serving the Chicago marketplace, it’s a similar story. “Chicago has a green initiative for the City, but unfortunately if it costs people money they don’t seem to care about it,” laments Miceli.
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The big ‘green’ opportunity for DPOE is toner cartridge recycling, which is also part of their MPS initiative. “That does help because it doesn’t cost them anything to do even though it costs me a little bit of money,” states Miceli. Ray Belanger Bay Copy
That’s thanks in large part to one of Bay Copy’s long-time major accounts. Recently, they refreshed the company’s entire product line, but it wasn’t easy. “They had a 20
The positive news is that Bay Copy won the deal and retained their customer while expanding what they were doing with the customer as part of the customer’s green initiative.
That said, customers rarely ask Miceli if DPOE is a ‘green’ company, but he readily admits DPOE reps will talk up what the dealership is doing internally with customers
We Saw It In ENX Magazine
Chip Miceli DPOE continued on 22
e n x
STATE OF INDUSTRY
How Easy Is It To Go Green?
4
such as recycling cardboard, toner cartridges, and computer monitors. “These are talk tracks we use; whether it gets us more business or not, I don’t know,” admits Miceli.
theOffice, a division of Northeast Print Supplies & Equipment in Pittston, PA, picked up a large customer in the healthcare industry recently by offering them free recycling on all of their toner cartridges just as long as they purchased them from 4theOffice. “They found out they’d get credits from the city by recycling so every year we proCarmen Pitarra vide them with recycled toner cartridges 4theOffice and they’re getting some decent press by promoting toner cartridge recycling,” notes Carmen Pitarra, president of 4theOffice. “That’s how we were able to get the business from Staples and at the same time help [our customer] by promoting their green policy.” Pitarra also leverages PaperCut, the print accounting and print management software, to assist customers in their ‘green’ initiatives. PaperCut software enables automatic two-sided printing, redirects print jobs to less costly machines, and monitors color output, cumulatively helping organizations reduce their carbon footprint. The dealership is so confident that customers will benefit from the software that they offer them free 40-day trials. Although toner cartridge recycling may be an obvious opportunity for a dealership to leverage ‘green’, one can’t ignore how well it’s been working for 4theOffice, especially when combined with other solutions like PaperCut. “When you partner with the right people it doesn’t cost much if anything at all,” states Pitarra.
F
lo-Tech in Middletown, CT, is at the forefront of the green movement from an office technology dealer perspective and has had an environmental program in place for nearly 15 years.
“Our EnVision for the Environment Program is focused on helping our Scott MacGregor clients reduce their carbon footprint Flo-Tech through best practices, supply recycling, asset lifecycle management, etc.,” explains Scott MacGregor, vice president of sales and marketing. “Our focus the past few years that we have found highly effective has been on helping our clients create greater visibility within their organizations on how their participation in the EnVision Program is directly affecting their environmental impact. We include those metrics as part of our business performance reviews and have also 22
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implemented a recognition program that our clients can leverage with their Green Committees or Green Teams as part of their corporate wide sustainability initiatives.”
S
Is it working? Well, 15 years and going strong, clearly FloTech must be doing something right.
pectrum Business Centers in Huntington Beach, CA is perfectly positioned to leverage green in their sales presentations. Not only are they based in California, one of the states at the forefront of the green revolution, but their primary manufacturer is Ricoh, a long-time advocate for environmental responsibility. Spectrum also has Glenn Plank an environmental message on their Web Spectrum Business page and never fails to talk a good ‘green’ game when selling new equipment.
“But for the most part that falls on deaf ears,” acknowledges Glenn Plank, systems engineer at Spectrum. “I’ve actually had customers tell me, ‘Well, everybody does that.’ They tend not to differentiate one manufacturer from another and assume that they all have environmental [initiatives].” Spectrum’s approach is not to discuss Ricoh’s talk track of environmental compliance, but focus on Spectrum Business Centers’ initiatives. Although they sell new equipment, the majority of Spectrum’s sales are reconditioned equipment.
“It’s a lot easier to talk about environmental savings when you can let the client know that these machines have been out in the field and that we can refurbish them and place them back out in the field because there’s still years of useful life left in them…and you’re getting a great deal and it’s not going into the dump or being ripped apart,” explains Plank. That’s when the light bulb goes off for some of Spectrum’s customers. “You can’t do that selling the new machines,” states Plank.
Spectrum also reclaims and reconditions components from equipment that is no longer serviceable and shares that with customers and prospects who visit their office. “That not only reduces operating costs, but improves our time to repair because the parts are right here and we don’t have to order them,” explains Plank. “Again, people like that and see that their machine is going to get fixed faster and this is more environmentally friendly.” These are messages that Spectrum shares with customers who are looking to buy a new machine as well.
We Saw It In ENX Magazine
continued on 24
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e n x
STATE OF INDUSTRY
continued from 22
How Easy Is It To Go Green? “Maybe it’s not their choice this time, but next time they are ready to buy a machine, it might be something they’ll consider,” states Plank. “This is a totally different way to address the environmental stuff than talking ISO certifications, zero waste to landfill, and all that.”
T
oner recycling is what Aric Manion, president of Kelley Imaging in Kent, WA calls “the green standard” that every dealer needs to provide to their customers these days. And Kelley Imaging does just that. Plus it’s something that Manion’s customers and prospects ask about. He’s also found that customers, in an overall effort to reduce costs, are looking to use less paper by printing less, particularly in higher-tech, progressive companies. “That’s a big talk track, trying to get them to update printers that don’t have double-sided printing,” states Manion. 24
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Like other dealers, Kelley Imaging has found solutions like PaperCut effective in helping customers reduce printing costs. As a Toshiba dealer, Kelley Imaging also leverages Toshiba’s Close the Loop program, promoting it in their welcome packages by handing out eLumber samples, rulers, or other items made from recycled toner cartridges. “We send them a link to sign up for that [program] or we’ll sign them up ourselves,” notes Manion. Kelley Imaging is getting a lot of mileage out of the Adobe LeanPrint solution as well, a solution that Toshiba has also embraced. Meanwhile, Manion is anxiously awaiting Toshiba’s new ‘Green Machine’, an MFP that uses a special ink to produce erasable documents. He expects that device to have some appeal in the education market. The office technology industry has always been dependent on clicks, howWe Saw It In ENX Magazine
ever, so reducing printing costs hasn’t made it easy for long-time dealers like Aric Manion Manion to embrace Kelley Imaging ‘green’, but he’s rolling with the flow. “We don’t want all our customers cutting their volumes in half and seeing our revenues go down,” he laments, “but if we don’t, somebody else is going to come in and offer that to them.” As a result, Kelley Imaging Systems is going deeper and wider with their product and solutions offerings as they educate customers and prospects on solutions that offer the potential to reduce their printing costs.
It’s not always easy to go green and can be painful at times, but as dealers like Manion have come to realize, it’s inevitable.u
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e n x
BUSINESS PROFILE
Intellinetics, Inc.
I
The New-Wave of Enterprise Content Management (ECM)
ntellinetics, Inc. is a global enterprise content management (ECM) software leader delivering ‘state of the art’ cloudbased software that enables document and records management in concert with their industry first ‘on-demand’ workflow solution store offered through an easy-to-buy subscriptionbased model. BJ Santiago, president of Intellinetics, shares, “The company evolved from the law enforcement and public sector arena, which gives us a great advantage around ‘Need to Know, Right to Know’ information and the importance of Advanced BJ Santiago Privacy Technology which we have President been an industry leader for 19 years.” With precise expertise in data content management and a well-established background in its associated privacy issues, Intellinetics is ready to expand and redefine the possibilities of ECM.
Intellinetics is the first ECM software company to deliver business-to-business (B2B) process-ready solutions that are both horizontal and vertical in nature and that address workflow and business process management (BPM) for such business areas as HR, AP, Legal, Manufacturing, Retail, Logistics, Education, and many more. The magic in the deployment of the Intellinetics flagship platform called Intellivue™ is that its delivery method is similar to that of the Apple Store when loading Apps™ on the iPhone, iPod or iPad or desktop PC. Santiago explains, “Our unique delivery model via the cloud focuses on offering the industry’s largest library of ‘OnDemand Solution Workflow Templates’. These are configured 90% best practice with inherent workflow, providing quick adoption for the end-user. In addition, our solution is sold 100% through the dealer channel and OEM hardware manufacturer, we do not sell direct.”
(from left) BJ Santiago (president) , Matt Chretien (CTO) Jim Perry (Sr. Director Business Development) Brian Marshall (President of Primary Solutions) Brian Marshall Winning the Partner of the Year Award at the 2nd Annual Partner Meeting & Golf Event 26
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Intellinetics is ‘laser-focused’ in serving the small-to-medium (SMB) business sectors through the dealer community. This significant market is virtually untapped and underserved by the historical Tier 1 ECM landscape. However, the SMB market continues to feel the same increased pressures from regulatory agencies — as do the larger companies — in managing their compliance-heavy and regulatory documents or records needs. So, as a result, they require a trusted partner who has the vision and ability of ensuring they meet all their requirements around document management now and in the future. We at Intellinetics understand their pain and have specifically designed the Intellivue™ solution to enable the SMB end-user a best-in-class technology ECM platform. The Intellivue™ solution has redefined the industry benchmark and has introduced a game-changing approach in serving the SMB market by combining: • • • • • • •
All inclusive pricing Low monthly subscription fee 200+ preconfigured workflows Unlimited users Easy to install via the internet Easy to use Operational efficiencies
Matt Chretien CTO & Founder
The Next Generation of ECM Is Here
Intellinetics understands that ECM software should not have to be a complicated purchase or only about the features and functions of the technology itself. Too often other leading ECM vendors will offer hundreds of modules and confuse the buyer, not to mention the cost complexity that comes with that kind of ECM purchase. Today’s buyers know what they need and what they want, and shouldn’t have to be confused in getting to their end result of managing their documents and records more efficiently through an easy-to-use collaborative platform. At Intellinetics it’s about giving the SMB enduser the ability to manage their documents or records as they are applied to their real-world use on a daily basis when addressing workflow processes for either individual or departmental purposes. As Santiago states, “The evolution of the Intellivue™ platform has evolved from server-based technologies to best-in-class
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With the new
model powered by IntellivueTM
By unlocking the barriers of traditional ECM Click-Charge Capacity
Traditional ECM
All inclusive pricing Low monthly subscription fee 200+ pre-configured workflows Unlimited users Easy to install via the internet Easy to use Increased operational efficiencies
Modular / painful pricing Large capital expense High consulting / assessments fees Costly per user license fees Long installation roll-outs Complicated end-user experiences Feature driven, not solution driven
TM
Corporate Office: 2190 Dividend Drive Columbus, OH 43228
Contact Intellinetics or an Authorized Dealer
www.intellinetics.com
Tel: 614-921-8170 Fax: 614-850-2789 sales@intellinetics.com
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BUSINESS PROFILE
Intellinetics, Inc.
cloud-based technologies where we specifically focus on serving ECM for the SMB market. The approach is about simplicity. We believe in giving the end-user all the base components of a full feature rich ECM platform and remove any of the guessing game. We do this through a low cost subscriptionbased cloud model.â&#x20AC;? When using the Intellivueâ&#x201E;˘ platform the SMB end-user receives all five major components of ECM, including: 1. Image Processing 2. Web Content Management (i.e. over 200+ workflow solution templates) 3. Social Content (i.e. Collaboration Platform & One Place to Find Everything) 4. Records Management (i.e. Short Term & Long Term Retention Needs) 5. Workflow & BPM (i.e. Ability to electronically review & approve information)
Click-Charge Capacityâ&#x201E;˘ Model â&#x20AC;&#x201C; powered by Intellivueâ&#x201E;˘
This new and creative model was 100% designed with the
dealers and OEM hardware manufacturers in mind to service their SMB end-user community simple and easy. The term â&#x20AC;&#x2DC;click-chargeâ&#x20AC;&#x2122; is a play on words for early adoption purposes. For example, the model on the front-end feels like the old click charge model in that the dealer offers the solution within a standard 36-60 month MPS or Managed Services type lease; whereby the end-user pays a low monthly subscription fee (typically less than $100 USD) for full use of the Intellivueâ&#x201E;˘ platform, unlimited users, unlimited workflows, and agnostic to any hard-copy or virtual content (i.e. hardcopy scans, Word documents, Audio files, Video files, Email w/ attachments, Excel, etc.) and with this the end-user gets a monthly minimum of GB storage. Once the end-user reaches their initial limit of storage they pay a small minimal monthly overage fee for additional content that will be stored in the solution. So, for the dealer itâ&#x20AC;&#x2122;s a great new annuity stream and for the enduser itâ&#x20AC;&#x2122;s a low cost of entry and a non-capital expense. Itâ&#x20AC;&#x2122;s a â&#x20AC;&#x153;Win-Winâ&#x20AC;? for everyone involved. u Contact Info Intellinetics 2190 Dividend Drive, Columbus, OH 43228 tel: 614-921-8170 â&#x20AC;˘ fax: 614-850-2789 email: sales@intellinetics.com â&#x20AC;˘ www.intellinetics.com
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We Saw It In ENX Magazine
GE Capital
Buy direct from GE Capital Choose from off-lease and repossessed machines competitively priced to sell from manufacturers including: Canon, Ricoh, Toshiba, Sharp, Konica Minolta, Xerox, Kyocera and more! With a wide range of configurations and low-usage machines available, we provide Internal and External conditions on all copiers. We have inventory at various locations throughout the US, contact us now for all your used copier needs. For more information on availability of copiers, please contact: Ryan Ahearn 203-749-6011 ryan.ahearn@ge.com Or visit: www.geasset.com/copiers
Scan this code with your smart phone to visit our showcase now.
IMPORTANT NOTICE: Nothing herein shall be construed as (i) an approval or commitment to sale by GE Capital to any person; and all transactions are subject to final investment/compliance approval by GE Capital and the execution of mutually satisfactory definitive documentation; or (ii) any guarantee or promise of pricing/financing terms or availability thereof which may fluctuate or cease to be available depending on any change in the relevant market. All sales of available equipment will be for commercial use only and not for any personal, family or household use, and will be “as is”, “where is”, with all faults, without recourse or warranty of any kind or nature, express or implied. Any available equipment warranty will be provided by third parties unrelated to GE Capital and neither GE Capital nor any of its affiliates has any responsibility with respect to such equipment warranty. NOTHING HEREIN CONSTITUTES A REPRESENTATION OR WARRANTY, EXPRESS OR IMPLIED, OF ANY KIND.
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GREEN FOCUS
OEM Green Solutions
Environmental Innovations that are Shaping the Future of the Industry reen—who would think such a simple word could end up carrying so much emotional, financial, and even political meaning? What might have started out as a life philosophy for some or as an advertising ploy for others is now embedded in our cultural lexicon and can put us on one side of the ideological fence or the other. And in our industries, whether it’s publishing or office products, who doesn’t feel a tinge of guilt knowing pages = profits?
G
But being green means more than just reducing paper—it’s streamlining manufacturing processes, it’s establishing a corporate culture that promotes efficiency and thoughtful consumerism, and it’s investing in the development of new materials and software that redefine our industry and allows for continued growth in a world where resources are becoming scarcer with each passing year. In the end, being green isn’t just for hippies—it’s for those of us that know how to stretch a dollar and who have a vested interest in the long-term future. This month at ENX, we are highlighting the efforts of the OEMs who are going beyond cartridge recycling programs and creating new and exciting green initiatives in the office product industry. They explain what being green means to them and tells us more about the products and services they have to take green to the next level.
oshiba America Business Solutions believes being green is about helping businesses do more with less. We are all stewards of the world we are leaving for the next generation; how we treat the people and resources of the planet says a lot about us as an organization. For over ten years we have used our proprietary Encompass program to help businesses do more with less.
T
Bill Melo VP of Marketing, Services&Solutions Toshiba America Business Solutions
Our Encompass program is focused on: •
Teaching people and companies how to print smarter
•
Helping reduce power consumption and waste
•
Encouraging companies to recycle all consumables
Toshiba’s Encompass™ Assessment Program examines all devices and determines the current environmental impact within a business. The data is then recorded in an Encompass Green Report where we pinpoint opportunities to reduce the environ-
mental impact of things such as paper and power consumption, emissions of carbon, and volumes of solid & water waste produced. The report measures current environmental state and calculates savings in an optimized state. The results can help businesses realize significant cost savings and efficiencies that come from being in an optimized environment while also meeting green objectives. Toshiba is also on the forefront of zerowaste-to-landfill recycling, offering customers a solution that ensures 100% of collected consumables are recycled; this includes cartridges, drum units and toner bottles. To help change the paradigm of how organizations print while promoting a new era of corporate environmental sensibility, Toshiba America Business Solutions, Inc. recently unveiled the world’s first multifunction product (MFP) with erasable toner, the e-STUDIO306LP/RD30. By incorporating a unique toner – the leading managed document services (MDS) provider and business printing solutions innovator’s new device is capable of erasing images and text output allowing for the reuse of paper. Toshiba’s new MFP enables organizations to set an example for their employees while asserting their own corporate ecological leadership. By reusing the same sheet as many as five times, users dramatically minimize paper usage while lessening carbon dioxide (CO2) emissions by up to 57 percent, as validated by the British Standards Institute, a global national standards organization. To further minimize an organization’s carbon footprint, the eSTUDIO306LP/RD30 integrates bio-based plastics – which produce 20 percent less CO2 emissions during production compared to traditional petroleum-based versions. The new eSTUDIO’s output – a distinctive blue – further distinguishes itself from any other available device while serving to notify users that the page’s output is erasable. The e-STUDIORD30 unit is where a page’s output is erased. By applying heat, the toner color is effectively removed, thereby erasing any output on the page. For archival purposes, the eraser unit can also be configured to scan any documents to a network file location or USB drive prior to performing the erasing. Reusable paper – which has been erased – is returned to the unit’s upper drawer while output that is unable to be fully erased is sent to the e-STUDIORD30’s bottom drawer to be recycled. By integrating features common in Toshiba’s larger devices – including impressive warm-up and first copy out times, color scanning and 30-pages-per minute print speed – the compact and energy-efficient e-STUDIO306LP/RD30 is ideal for businesses of any size or sector. continued on 32
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GREEN FOCUS
OEM Green Solutions
By developing a ground-breaking MFP with erasable toner, Toshiba continues to fulfill its mission as an environmentallysensitive corporate citizen. As such, Toshiba continues to provide customers free toner recycling through its zero-waste-to landfill toner partnership with Close the Loop. In addition to accepting its own toner, Toshiba accepts any other brand of spent toner cartridges.
Moreover, once its MFPs are no longer operational, the company recycles the products. The company has 14 recycling locations throughout the United States while working with all customers to ensure Toshiba’s zero-waste-to-landfill initiative. Isn’t it time every business in America got on board with better sustainable practices — especially when it’s so good for the bottom line? At Toshiba we think so.
T
here are quite a few green initiatives that are already taking place in the office products industry, and Konica Minolta is happy to be on the cutting edge of many of them.
Kevin Kern Sr. VP of Marketing Aside from recycling toner and other printer Konica Minolta
consumables through our very successful Clean Planet Program, we also use 100 percent recycled paper with all of our office products. Other popular green technology trends that Konica Minolta follows include providing settings that default to duplex printing, which use a paper feed control system to feed three sheets alternatively. Sleep and low power mode settings also allow for reduced energy consumption during non-office hours. This latter feature includes a proximity sensor built into the touch panel of our bizhub MFPs for faster recovery from sleep mode as the user’s finger approaches the panel surface, making energy saving less stressful without affecting efficiency. Most of our office products are also Energy Star certified.
Unique to Konica Minolta is a new type of recycled plastic used to make our devices. Historically, Polyethylene Terephthalate, or PET, a substance that most recycled bottles are made from, has lacked the stiffness required to use on printer products. To use PET as a component in a printer, it has to be mixed with fiberglass or carbon fiber, making it very difficult to recycle. To counteract this, our chemists have developed a unique process to blend recycled PET with polycarbonate in order to provide the stiffness required for our products without sacrificing ease of recycling. Also unique to Konica Minolta is the use of a unique polymerized toner called Simitri HD in all of our office products. Now 32
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in its 13th year, our Simitri HD toner particles are smaller and more uniform than ordinary toners, effectively cutting toner consumption by more than 30 percent. Simitri also fuses to paper at lower temperatures, allowing for less heat and energy to be used, which helps cut carbon dioxide emissions by nearly 40 percent over conventional toners and helps reduce power consumption by approximately 15 percent over conventional models. Along with Simitri, a toner loop mechanism collects, circulates and reuses any toner that has not been transferred to paper. This process actually realizes resource conservation by reducing the normally 5 to 10 percent of wasted toner to zero.
Aside from producing products that follow sustainable practices, there is a trend towards making the overall office more efficient through print management services initiatives. Konica Minolta’s Optimized Print Services does this by combining consultancy, hardware and software implementation and operation to determine optimal environmentally friendly document-related hardware and business workflows and through the subsequent monitoring and assessment of environmental performance.
These are just some of the initiatives that are in line with Konica Minolta’s environmental sustainability efforts, which are an integral part of the company’s overall management structure. Aligned with this structure is our big picture initiative, Eco Vision 2050, which aims to reduce Carbon Dioxide emissions by 20 percent by the year 2015 and by 80 percent by the year 2050. Although this may sound pretty aggressive, we are confident that we can make this happen. We believe that by doing our part to reduce power consumption, prevent waste and leakage, increase manufacturing efficiency and streamline shipping methods, we are helping to preserve the global environment for future generations and make the earth a better place in which to live.
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t Lexmark, we believe there are many opportunities for “green” efforts within this industry, and in fact, some have been successfully established for a number of years. Many companies utilize product life cycle assessments to guide development and identify areas for “green” initiatives and improvements.
John Gagel Manager of Sustainability Lexmark
Possible areas of focus could include: material selection, transportation within the supply chain, packaging design, more energy efficient product design, end-of-life recycling or reuse, closed loop recycling, etc. There are also manufacturingfocused initiatives that could greatly reduce the environmental
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GREEN FOCUS
OEM Green Solutions
impact during the production process, before the product ever reaches the customer.
Lexmark is active in many of the areas previously mentioned, and these are highlighted in our recently released 2012 Corporate Social Responsibility Report.
In the product design section, Lexmark highlights a few examples such as our recent Unison imaging architecture. This new two-piece toner cartridge system (in which the toner is separate from the photoconductor) launched in conjunction with our new 2012 laser products and allows for longer-life parts, thereby reducing landfill waste.
Additionally, Lexmark offers its dealer community multiple workflow applications that are targeted at improving environmental impact with end users. This includes our “Eco-Settings” app on the printers and “Eco-Copy” on the MFPs. Also, both apps provide default document settings such as automatic duplexing and lighter toner application.
Lexmark is also expanding partnership efforts with customers in local communities around the world to benefit environmental initiatives. These efforts have included reforestation projects, watershed protection and habitat replacement, as well as more socially-focused activities. Specific examples are also highlighted in the volunteerism section of our 2012 CSR Report. “Being ‘green’ is really about how one does business – it’s part of a company’s culture or core values. It is a focus that impacts the entire lifecycle of a product, benefitting the company, the customer, and the community as a whole,” said John Gagel, Lexmark’s manager of sustainability. “A focus on sustainability identifies opportunities to improve business processes, reduce waste and provide the customer with solutions that support them in meeting their company’s sustainability goals. It’s a true win-win-win scenario that is the best way to do business from a short and long-term perspective.”
O
KI Data Americas believes in integrating green initiatives into the office product industry. The company utilizes strategies by creating eco-friendly products and contributing to Carl Taylor environmental conservation in business Director of North activities. The industry can look for oppor- America Marketing tunities to incorporate environmental conOki Data siderations into the design, engineering, and post-sales care of products. Eco-friendly features such as LED 34
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technology, toner saving mode, deep sleep mode, and accountability software are available on OKI products. OKI reduces their environmental impact by utilizing natural light and a temperature regaling system within their manufacturing facilities. They also enforce waste segregation policies that have cut products going into landfills by an impressive 70 percent. OKI also provides recycling facilities for equipment, rechargeable batteries, toner, and user data that allows for secure transfer and storage via separate hard drives. OKI’s commitment to creating environmental practices illustrates the many opportunities within the office product industry to support green initiatives.
OKI strives to develop products and solutions that create a more efficient and streamlined workplace. OKI’s broad and award-winning portfolio has a history of integrating environmentally responsible features; this portfolio has been expanded upon with a diverse range of new hardware and software that reduces energy consumption and minimizes waste.
OKI’s newest single and multifunction printers include ENERGY STAR™ compliance, duplex (2-sided) printing, accountability software, as well as a deep sleep mode that reduces energy consumption to less than 1.5 watts of power when left for an extended period. Additionally, many new models offer an automatic ECO mode that reduces energy consumption by optimizing the print time for small jobs. The one piece consumables including individual toners and image drum featured in several new products allows long-lasting printer cartridges to be userreplaced, cutting down on the number of waste items to be disposed. The MB760/MB770 and MC770/MC780 multifunction printer (MFP) Series include a new toner save function that reduces the amount of toner used when printing drafts or internal documents. Other innovative, energy-saving solutions like the autooff mode, which reduces energy consumption to 0.15 watts by automatically powering the printer off from deep sleep mode, are available in the C831 Series. In 2012, Buyers Laboratory (BLI) recognized OKI Data Americas’ commitment to energy efficiency with Lab Tested Environmental Awards on both the MB461 and MB471 MFPs. Both products featured high run ability performance with recycled paper and a toner yield that exceeded the average rating. The MB471 had a projected annual energy about 55 percent below average and the MB461 was named the lowest offered projected annual energy consumption and cost of competitive units to date.
OKI’s dedication to creating products that support environmentally-friendly initiatives makes it easy for organizations to optimize productivity and workflow while finding cost-effective ways to conduct business and reduce their environmental impact.
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We Saw It In ENX Magazine
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GREEN FOCUS
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OEM Green Solutions OKI recognizes its corporate responsibility to uphold initiatives to protect the global environment. In order to maximize efficiency while minimizing waste, OKI manufactures products within facilities that seek to achieve carbon neutrality. In addition, OKI produces products that incorporate several eco-friendly features (as outlined above). Finally, OKI believes that as part of the printing industry, it is important to maintain environmentally friendly practices that will benefit global green initiatives.
A
Kousuke Ito, Sr Manager, Product Management and Green Marketing
t RICOH, we consider “partnership” – with our suppliers, channel/business partners, and cus-
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tomers – as the key component for various green initiatives. In order to achieve RICOH’s 2050 long-term environmental vision (where we reduce environmental impact to 1/8 from 2000 level), solid partnership with various stakeholders plays a critical role, as there are many opportunities to achieve greater reduction of our environmental footprint by working toward the shared goal. One of the approaches we have taken is “transparency” – an important aspect of “easy to do business with.” For example, RICOH is a strong supporter of EPEAT (Electronic Product Environmental Assessment Tool), a newly developed comprehensive green procurement standard for imaging devices. EPEAT identifies more than 55 environmental attributes and rate products accordingly. RICOH is one of the few companies who have achieved GOLD tier for Imaging Devices. We Saw It In ENX Magazine
Being green needs to be integral part of our everyday life for those companies proactive in environmental conservation.re, for Ricoh, being “green” is an accomplishment of curbing our environmental impact without compromising other attributes such as productivity.
Ever since RICOH established our Environmental Promotion Section in 1976 (37 years ago), environmental conservation is woven into our corporate culture, and our business is driven by a “no regrets” policy. It is a precautionary principle that states if an action has a suspected risk of causing harm to the public or to the environment, in the absence of a scientific consensus that the action is harmful, protective approaches will be taken in order to avoid regret once scientific findings either validate these concerns or disprove them. u by Christina Kim
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STRAIGHT TALK
The State of the Copier Parts Industry Roundtable Discussion
Last month we heard from the Laser Parts Industry on their current state of affairs. We’d like to continue the thread and learn more about the Copier Parts Industry, highlighting some of the differences as well as the similarities in the challenges and opportunities facing the two industries. They each have their own tactics to create a value edge over the competition, and with a clear vision of the future and a willingness to take calculated risks, the remaining players have the potential to dominate the parts game. We’d like to thank the following participants in this month’s roundtable discussion: •
Michael Hicks, President, EBM, Inc.
•
Tom Porter, General Manager, Epartsroom
• • •
Steve McBride, Director of Sales, Katun North America Jim Spall, President, TSA World
Joseph Steinberg, Co-founder & Partner, Q2, LLC
In your opinion, how has the copier parts industry evolved in the past five to ten years? Spall: Over the course of the last 5–10 years, the copier dealer landscape has changed significantly. Many of the large and medium sized dealerships have been acquired by various OEMs in the continuous attempt to gather market share. Additionally, with the advent of MPS, copier dealers are now heavily Jim Spall involved with printer support and mainteTSA World nance which was not significantly the case ten years ago. Lastly, the make-up of the copier dealer technician has shifted radically from the electro-mechanical required abilities of analog copier days to the electronic and softwarebased requirements of today with the advent of digital copiers and network maintenance.
Porter: There is no denying that the industry as a whole has gone through a great deal of transformation and with it all of the ancillary industries that support copiers and printers have also evolved. Take our business for example, used parts—this model could not exist 10 years ago with the technology that was then available. It just would have been too cost prohibitive to execute. However, what we see today is more and more parts distributors embracing the latest technology to increase the customer’s experience. Whether it is Web Sites, Ecommerce, CRM or ERP systems, the real changes is not the products per say, but the methods the industry will use to provide them to the dealer customers. 38
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Steinberg: One of the biggest changes in the copier parts industry has been the shift from stand-alone components to assemblies and units. When copier equipment manufacturers realized how much added revenue and profit HP and other printer manufacturers were able to generate by selling higher priced, more profitable assemblies versus individual parts, they started to utilize more assemblies and units in their machines. Products like drum or imaging units, transfer belt assemblies, fuser units, and corona wire assemblies have replaced the sales of many stand-alone components and shifted more revenues and profits from dealer service organizations to copier equipment manufacturers. Certainly some of the copier assemblies and units can be remanufactured at lower costs and resold for higher margins, but the opportunities to do so are limited. There is no market leader to drive assembly remanufacturing in the copier industry like HP does for printers, so copier assembly or unit remanufacturing is usually done on a smaller scale with fewer products. The shift from stand-alone components to assemblies or units has not only helped the copier equipment manufacturers generate more revenues and profits, it has also helped them regain market share by limiting the number and the sales of stand-alone component products from compatible aftermarket parts distributors. McBride: I would look at the copier parts industry in four stages: 1 – The digital world came of age (including A4 Products). This means extended parts life. It creates challenges for parts suppliers from a usage standpoint, fewer parts are being used, but it is good for the dealer.
2 – Modularity of the equipment, Steve McBride which is somewhat impractical and costKatun ly for the dealer. Now dealers are forced to change out complete units instead of individual parts creating a financial burden on the dealer. 3 – The importance of IP friendly products has increased now that OEMs are actively pursuing lawsuits against products that infringe. The aftermarket is tasked, now more than ever, with creating parts that do not infringe. 4 – An overall reduction of clicks. With more electronic housed documents and making fewer copies, there has been a reduction in the amount of parts wear, tear, and replacement.
Overall, there is a decline in parts usage; however dealers are not seeing the decline in the cost of parts as it relates to their
We Saw It In ENX Magazine
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Thank you to the thousands of loyal customers around the world who have elevated KatunÂŽ and Media SciencesÂŽ color toners to an important industry milestone: producing more than 25 billion pages on copiers, printers, and MFPs. To our suppliers and vendors, thank you for consistently delivering against our exacting standards for over three decades. And most importantly, to our employees, thank you for delivering on the Katun mission to be the worldâ&#x20AC;&#x2122;s best, most trusted OEM-alternative source for imaging supplies and parts. With your support, we continue to invest in the future, and we are excited about reaching two other important industry milestones this year: $3 billion in customer savings and 1 trillion combined color and monochrome pages produced.
Thank You. Todd Mavis, President
www.katun.com
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STRAIGHT TALK
The State of the Copier Parts Industry service revenue. Most dealerships we see are still running with a parts expense above the model (which should be roughly 17% of service revenue). With the convergence of the copier and printer markets, what do you think are the differentiators between a copier parts company and a laser printer parts company? Steinberg: I’m not sure these are key differentiators, but as the copier and printer markets converge, parts suppliers will probably pursue their opportunities differently. In general, copier parts companies will most likely focus on their traditional customer relationships to grow into the printer business, while printer parts companies will look to leverage their printer knowledge and experience to expand their businesses.
Joseph Steinberg Q2
Looking at the two markets from a part or product perspective, copier parts companies should have more experience developing and selling stand-alone components for mid to higher speed machines, while printer parts companies have typically concentrated on products and assemblies for lower to mid range machines. The differences between lower speed printer and higher speed copier parts technologies may seem insignificant to some, but minor changes in materials or design can greatly affect the performance of a product and a machine. With the continued supply of cheap, and under or out-of-spec, knock-off product coming into the market, fully understanding a product’s performance requirements, functions, and applications will be especially important for any parts company hoping to remain successful as the markets converge. Porter: Interestingly, a quick assessment of these two interrelated segments of the industry reveals an increasingly blurry line. There is a revealing trend that we see from distributors within both spaces continuing to migrate over and offer a more extensive product mix. And why not, when it comes right down to it, some of the products even cross over from copiers to printer compatibility. So when you serve your customers effectively and they trust you and you see a vertical opportunity with no real barriers to entry, as a manager it’s a pretty obvious decision. So we don’t really see a definitive difference within these two business models.
versus the printer, as printers have a longer life expectancy.
Also, the modularity of printers along with vastness of like models has created a refurbished parts aspect that isn’t as prevalent in the copier industry. Some companies do have core strategies and can refurbish parts, like Katun, but most companies do not have the bandwidth to do that. The copier industry has more parts, more models, less penetration per model and more OEM players. You are dealing with one dominant player in printer side, HP, which you don’t have in the copier side. Spall: The main difference between copier parts companies and printer parts companies is that neither one can survive in only a single arena. With MPS, dealers are putting anything that prints under contract. This means a parts supplier has to provide parts for a very large mix of printer and copier manufacturers.
What is the greatest challenge facing the copier parts industry today?
Porter: Leveraging technology! Whether this industry or another, the continued challenges will be how B2B organizations budget and allocate technology-related resources. If you are part of a forward thinking culture, you tend to relentlessly consider how customers will utilize your online platforms. Will they need to search parts, research comTom Porter patibility or place and track orders, and Epartsroom then you need to consider what devices will they use: smart phones, work tablets, or workstations? Should we invest in developing apps for smart phones or building a responsive website? If we invest in these technologies, will it be used by the industry masses? And of course throughout the entire iterative process, considering what if our assumptions are wrong—do you sleep? McBride: Taking an overall industry look – greater yield per part and less volume per machine means there is less parts usage in the long run. OEMs are seeing the decline in their aftermarket parts sales as well. Their response has been to put more pressure on dealers to buy OEM exclusively. This forces up the cost for a dealer’s service department and has a negative impact on their profitability.
McBride: Copier parts companies are developing and designing OEM-compatible, patent-friendly parts, while laser printer parts companies typically take OEM parts and refurbish them. There is not as much development and the use of all OEM parts are more prevalent. A lot of this is due to copier design 40
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STRAIGHT TALK
The State of the Copier Parts Industry
Steinberg: This question really depends on your perspective. From where I sit, the greatest challenge facing the copier parts industry has to do with the declining volumes from sales lost to OEM branches, difficult to remanufacture assemblies and units, or new product technologies. Our business is like many other businesses where volume drives investment. If the volume is declining, so is the investment into new products and opportunities. There still are new product projects worth pursuing, but you have to be very careful where and how you spend your time and money. The margin for error is very small, and you can quickly find yourself in trouble if you hook your product development wagon to the wrong horse. Spall: The main challenge to the copier parts industry is MPS. As MPS continues to shrink dealer margins, there are only two places dealers can go to reduce costs: service labor and parts costs. As the MPS process continues its downward pricing process, more dealers will have to use lower quality/cost parts and try to take shortcuts in maintenance. How has MPS affected your business?
McBride: For Katun, MPS is one of the best things that has happened to our business. It’s a new revenue stream that plays into our core values – offering dealers low cost, high-quality product that allows them to stay profitable in their MPS contracts. We have always been known for our quality and OEMequivalent performance. With MPS, we bring in another cost variable for a dealer to consider reducing the service component. MPS is dependent on CPC logic, like the copier industry, which we are very familiar with. When you look at the cartridges being 65% of an MPS contract cost, we can offer a significant impact to that cost. Also, Katun is using our color technical experience from the copier side to parallel over to print – we can leverage our copier experience to produce highquality, high-value products for MPS.
Hicks: MPS is the same CPC offering copier dealers have done for 30 years; it’s just a different name to allow the printer dealers to differentiate themselves. New DCA software has allowed the copier dealer to become proactive instead of reactive. Whether analog or digital the process to produce a finished page is the same in a copier or printer. The successful dealers just added printer CPC to their offering 5+ years ago. Besides, remanufactured toner is now reliable and any tech that can fix a copier can easily fix a printer.
Steinberg: MPS has had a small but meaningful impact on our company to date. We expect to further benefit from MPS as it becomes more prevalent and we continue to grow and expand our business.
Porter: MPS programs have had a strong positive effect on our quality used parts division. Strictly from a quantitative stand point, MPS offers the servicing dealer a high degree of autonomy in what parts and supplies are used to maintain the customer’s fleet. So when a Service Manger or VP of Service needs to increase profitability and renegotiating the MPS contract with the customer is not an option, the only choice left is reducing the overall maintenance cost of the contract. And since labor costs are probably fixed for a company, that only leaves parts and supplies as the adjustable variables in this equation.
Spall: MPS has helped us grow but only because we are associated with so many copier dealers. It has had a devastating effect on small printer repair companies who were not equipped to deal with MPS contracts and did not have adequate financial resources. With flat or possibly declining printed page volumes, where do you see key areas for growth in the coming years?
Hicks: Controlling workflow and documents is the new lease. Most times, it’s better than a lease because if you control the content and workflow, the copier/printer is just a node that produces the page when needed. A customer should be less likely to switch from a company who controls their data as opposed to the end of a 5year copier lease. Data control can also be accomplished by a Managed Network Services offering. At this stage Mike Hicks it’s probably better to acquire a small IT EBM dealer than start a help desk/data center from scratch.
McBride: The compression of the profitability of a click is going to be a challenge for dealers. Katun can help bring relief and alleviate some of the profitability concerns. We see additional opportunities coming – more and more dealers will have to look at a cost-effective way to maintain their equipment, and Katun plays into that picture very well. Plenty of growth opportunity is still there. Likewise, all the analysis we do for our customers shows us there is opportunity out there; however, only the strong players will survive – those with a combination of value and quality. continued on 44
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We Saw It In ENX Magazine
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STRAIGHT TALK
The State of the Copier Parts Industry Spall: Our value proposition remains the same; we offer quality. When dealing with MPS, the money to be saved is not by purchasing fusers, maintenance kits, and commonly used rollers at the cheapest possible price. The savings come from making a single service call and fixing the printer or copier fault. When you purchase low-end products, the failure rate is much higher and the “warranty” costs far outweigh any savings gained from buying low cost alternatives. These savings may look good at the time of purchase but they don’t hold up when the service department profitability plummets. Overall, the company loses. Porter: It is very difficult to respond to this question without possibly revealing the company’s future strategy. However, I will say that all industries change and most businesses will adapt or cease to operate. There are a number of great projects that we will initiate within the next few years. We think this is still an exciting business, with many opportunities to come.
Steinberg: We are still a relatively small company, and fortunately we’re not having to spend time on issues like “right sizing” our business, or figuring out who to keep and who to let go. We have a very experienced and hardworking team of people who understand our customers, our products, and our business very well. We have identified seven areas for growth within the industry, and we are building mutually beneficial partnerships with organizations that will help us achieve our objectives. As we expand, our core business will continue to add more customers and more products while we develop our new areas of opportunity. What is one of the ways you provide added value to your customers? Porter: This is a great question, in a price-commoditized industry every distributor needs to focus on inside realities and discover what their organization’s true core competencies are. We spend a great deal of time communicating with our cus-
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Spall: One of most popular value added programs has been our printer repair training program, which is the most cost-effective available in the industry. We go to the customer facility and do onsite, hands-on technician training (and have received rave reviews on the results from customers). MPS has moved a great deal of printer repair away from traditional printer service companies into the hands of copier dealers. These dealer service organizations do not have the technical familiarity with HP, Lexmark, and other brands of printers being placed under MPS contracts. The technicians are excellent but when faced with repairing an unknown machine it definitely helps to have someone provide you solid diagnostic tools, point out common fault areas, and take the “fear of the unknown” out of the equation.
McBride: It is a combination of a couple things. One, the partnerships that we have with other industry providers, the analysis we can bring to a dealer along with a strong product offering — all of that wrapped in that one solution from Katun that can show a dealer how to put money on their bottom line. Secondly, there is a lot of acquisition happening in the industry right now. Katun can help dealers who want to be acquired by helping them achieve more profit; we can also help dealers who are acquiring other businesses – showing them how they can be as profitable as possible in those acquisitions. Steinberg: We’ve noticed that a lot of companies in our industry like to overcharge their customers, take their money for a period of time, and then return some of it later in the form of a rebate. We believe rebates are like taxes – When you pay too much, you may get something back, but then again, you may not. With Q2, what you see is what you get – best pricing upfront with no hooks, ties or unnecessary commitments. Our goal is simple: To help our customers be more successful by keeping more of their money working for them and their business. We hope our customers see value in that. u by Christina Kim
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DEALER SPOTLIGHT
A Conversation with JD Sullivan President of Image Matters in Knoxville, TN
F
ounded in 1999, Image Matters is an office technology dealership based in Knoxville, TN. The dealership and its 36 employees serve a diverse customer base, providing technology from Konica Minolta, Sharp, and Muratec as well as MPS and commercial print and copy retail services. It’s a small business that makes a big difference in its customer’s operations. Recently I had the opportunity to speak with President JD Sullivan about the company, its success in MPS, and the industry. How’s business?
Sullivan: Good, we’re continuing to grow, continuing to move forward. What are you doing right?
Sullivan: The continued growth of managed print. Our structure is built around a managed print model; we transitioned out of a traditional office technology model and we’ve been extremely successful.
I’m curious, how’d you get into this business? Sullivan: I graduated from the University of Tennessee in 1995 and went into retail management and was working in retail here [in Knoxville]. I had forgotten to take my résumé out of the UT career center and this guy named Bob Lovelace called me and asked if I’d be interested in outside sales. I had no interest, but I ended up going to work for Bob at a small office equipment dealership here and four years later he and I started Image Matters. I just kind of fell into it; I don’t think anybody gets into this business intentionally. Tell me about Imagelink, your branded MPS program.
us to service products for them. As you know traditional philosophy stated that we don’t service anything that we aren’t authorized to sell or can’t sell. If we can’t make GP on the sale we’re not going to service it. Then Bob and I came to the realization that was stupid, as people were asking to pay us to service a product that is much more simplified than what we currently do. So we started dabbling in it, and by 2008 we realized it was a model we could adapt. We just had to be committed to changing the way we think. Tell me about that commitment.
Sullivan: That commitment piece is key and that’s why so many dealers fail. They just want to stick a toe in the water, but you’d better get scuba gear because you really have to jump into it. We committed time, we committed resources, and we created a team culture. All 35 of my employees can tell you about our managed print services program in detail, what it is, how it works. That’s what we’ve built our business around. When the economy started to fail people stopped buying office equipment, but they wanted to keep things going so we just ramped up managed print at that time. We launched our print shop around that time as well.
For us, that’s where we see Image Matters continuing to grow. Don’t get me wrong, we sell a lot of copiers—that’s our foundation, and our customer service model is built on that office technology platform. But we will walk by your copiers to help you with your printers because your printers are costing you more and we can be of better service to you by facilitating that printer.
Sullivan: In 2007 we had clients asking 46
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Where are you finding opportunities for MPS?
Sullivan: We’re actually finding more outside of our base. I feel we need to do a better job of providing this opportunity to our clients. Our large MPS clients were not clients before. We don’t service the MFPs of our largest MPS clients, we just service their printers. How did you hook up with these clients in the first place?
Sullivan: All of my sales team lead with managed print. I have six managed print specialists that also sell copiers. It’s a more technological sale, there are no speeds and feeds, there’s no demo. Dinosaurs like me can sell boxes, but these kids, and when I say kids, my oldest sales rep is 27 years old. Our reps range in age from 23 to 27 and every one of them can load a DCS, every one of them can log into a server, and every one of them can remote into a client site.
We didn’t teach them, they just know that; they’ve grown up in this technology world. What we think of copier sales is a big deal, but to them it’s just doing business. On the other hand, they don’t know what we know because they don’t have that tried and true sales call, cold calls to appointments, appointments to demos, and demos to sales [experience]. You’ll hear a lot of older dealers say, “That’s the way it’s always been; it’s never going to change.” We didn’t teach them those steps so when they approach a decision maker who already has the script to keep the copier salesperson out of the building, the decision maker doesn’t have a script for a managed print specialist. They’re interested because they don’t know what they’re spending. They don’t know their continued on 48
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We Saw It In ENX Magazine
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DEALER SPOTLIGHT
A Conversation with JD Sullivan, President of Image Matters
toner costs, they don’t know their volumes, and that’s what my reps focus on. We’re not talking about their copiers. That’s not our focus. We want to speak to them about their 65 printers not their three copy machines. Our sales reps go after the fleet and their comp plan is built around service contracts. How did everyone in your company acquire the knowledge to speak intelligently about MPS?
Sullivan: Bob and I are active owners. We’re here every day and we sell every day. We just have an open dialog. We are so passionate about the managed print space and that’s what we talk about. We enjoy it. It’s exciting and that excitement spreads through the company. We’re growing 12-15 percent for equipment sales, but have 600-1,000 percent growth in managed print. When our employees see what’s going on, they have to be involved because a down printer is different than a down copier. It has to be addressed differently, the protocol is different, the replacement methodology is different, and they all have to understand that, from the delivery team to the front office billing team. It’s a much more fluid process so everybody must be involved. Who do you find yourself competing with on the MPS side of things?
Sullivan: There are very few people we compete with on a regular basis simply because there’s so little commitment and so much fear of the managed print space. Our close rate on competitive deals is about 95 percent because we service every make and model known to man. Most dealers when they first do MPS want to go in and refresh somebody’s entire fleet. But at the end of the day
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they’re still dropping boxes. We truly do not care if we ever sell them a printer. And if they want to buy a printer from us they can. If not, give us a call and we’ll let you know about a unit with a low CPP and you can buy that from anywhere you like. That’s where we differentiate ourselves. We have always implemented into our program what’s best for the client. It may not always be profitable for the dealer; I’m not going to sell 100 printers that I could have probably sold. If they have a great printer in place and I know it’s a great printer, I’m not going to replace it, I’m just going to service it. How do you differentiate yourself in your market whether it’s for MPS or for just the hardware sales?
Sullivan: We’re the only dealer in our area that focuses heavily on managed print and the only dealer with a print shop. We have a dedicated team of people and a dedicated person in my building that watches four huge screens all day long and monitors our PrintFleet servers and does real-time monitoring of supplies. A just-in-time program only works when you have someone that watches that program. That’s what Jenny, our dedicated person does, and she interacts with every managed print client on a one-on-one basis. If you have an office equipment call it goes into our customer service center for MFPs, if it’s a printer call and comes in over the phone it goes directly to our MPS advisor. She works with them so it’s almost like they have a personal concierge. What’s the biggest challenge facing your dealership? Sullivan: We have two. The first is to continue to maintain the rapid pace of growth and level of services and keep those consistent. The second is to fully launch a managed network offering in 2014. Anytime we launch a new product we take it to our best clients so over the next year we’ll be running our betas and We Saw It In ENX Magazine
getting feedback from key clients. We’ve got to make sure we stay diligent in that process as we learn this new business. What are your expectations when it comes to growth in the next two to three years?
Sullivan: We’re at $6 million now, we’ll be happy with 12 percent a year, but anticipate it to be more like 20-25 percent a year. What’s it going to take to do that?
Sullivan: Commitment and buy in from the Image Matters family because when everybody believes in the processes it just naturally progresses forward. What’s the best thing about your job?
Sullivan: Realizing that you’ve built so many friendships and relationships through the process of providing for your family. Another is just coming into this office every day. That’s the best part, being able to come in and interact every day and keeping busy. If you weren’t doing this, what do you think you’d be doing instead?
Sullivan: I’d probably be on the beach surfing somewhere, I don’t know if I’d have a job or not, but I’d be happy when the sun came up. u by Scott Cullen
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By Andy Slawetsky
FLASH REPORT
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Lexmark Dealer Event Update
ecently, I attended the Lexmark dealer show in Lexington, KY. Lexmark has done a great job over the last few years improving their communications and I hope this trend continues.
During the two-day event, we spent most of our time with key executives and dealers. We sat through presentations, company and technology updates as well as discussions about current and future strategies. Here’s what I learned: Lexmark has about 250 US dealers – a fraction of the overall number of dealers Lexmark claims, which is about 1,500 globally. Based on what Lexmark told the crowd, the expansion in the US traditional copier market is winding down. They won’t be opening up new dealers “except when they need to.” I know that’s ambiguous, but they openly discussed “going deeper” with the dealers they currently have instead of simply opening more dealers. What really impressed me was the list of dealers they’ve signed on over the last several years. It’s a virtual who’s who.
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Nearly all the major players were in attendance – POA, Milner, Gordon Flesch, Smile, Usherwood, TGI…the list goes on and on. I would wager to say that Lexmark has a greater percentage of the top 10 US dealers as clients (in terms of revenue) than any other A3 or A4 brand – period.
Lexmark acknowledged their success at the Enterprise level and discussed how they want to leverage this to go after the SMB market. They seem pretty focused on not just signing dealers, but grabbing mindshare at the field level. Several programs will help in this capacity, including the release of a demo based sales app that will provide a virtual pitch book to any dealer sales people that want it for their tablets and smartphones. This is very similar in nature to our Sales Dashboard App, which allows a dealer or vendor to put every collateral, video, white paper, etc. at the fingertips of every sales rep.
The main focus with Lexmark continues to be solutions and smart MFPs. A larger percentage of Lexmark’s solutions are designed in house (compared to competitors) and Lexmark remains one of the only MFP vendors to offer solutions integrated throughout their A4 product line. Lexmark is on a big push to get dealers to carry Perceptive Software, technology Lexmark acquired in 2011. Perceptive has a suite of ECM, document management software and more. One critique I have about this strategy to get dealers to carry Perceptive Software is that Perceptive is highly focused on the We Saw It In ENX Magazine
Enterprise and the bread and butter of these dealers is SMB. It’s very expensive for dealers to get into this program and there is a level of infrastructure required that a lot of dealers just don’t have.
As it stands now, the products from Perceptive seem a bit too feature-rich for the SMB market. It’s overkill and from what I heard from several dealers, the cost to customers is far too high as well. As this program evolves I am confident that Lexmark will provide a more rudimentary and less costly solution based on the Perceptive offering but at the moment, this product doesn’t seem to fit well with the majority of Lexmark’s dealers.
However, keep in mind that Lexmark does have a number of very large dealers with deep pockets that are already selling Perceptive products with great success. My point is, more can be done to make this product more appropriate and cost effective for the SMB market than it is in its current state.
After the last dealer show, I wrote an article titled “Lexmark Listens.” I could have used the same title for this article. I attend show after show from competitors, but I don’t recall seeing any other vendor pay such close attention to what
FLASH REPORT
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the dealers want. The program is truly evolutionary, with many changes coming as a direct result of those asked for by dealers themselves. Indeed, if you’re trying to grow your business with dealers, what better way than to build a program around what they want?
I sat through a couple of break out sessions that, like last time, were essentially interactive market research sessions where Lexmark executives asked the crowd multiple choice questions and dealers would respond using a hand held tool. The votes were instantly tabulated and when the executive flipped to the next slide, it had the chart with the results, at which point a discussion would begin, asking why they voted as they did.
Not only do they listen, but also the program’s evolution has been a direct result of this dealer feedback. Lexmark is the only multi channel vendor to my knowledge that provides online retailers with similar, but different models, so that dealers don’t have to hear “I can get it cheaper online.” This now goes beyond simple things like requiring different supplies and parts. Now, many Lexmark dealer channel MFPs offer different basic configurations, better user interfaces and even finishers that can’t be found on retail models. You can see why an approach like this
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would gain traction in the dealer community. Other brands such as HP were never willing to commit to this channel at that level and that’s why dealers often use the HP brand to open the door, but then try to sell them another brand. Lexmark has a nice story to tell. And based on who was in attendance at this meeting, I’d say that story is starting to resonate. They have more work to do, but then again, who doesn’t? The focus on solutions and the goal of increasing mind share at the sales rep level is key. But perhaps one of the strongest parts of their strategy within the traditional dealer channel is that they listen. They still listen. u Andy Slawetsky is President of Industry Analysts, Inc.
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By Ronelle Ingram
SERVICE MANAGEMENT
T
Great Tech Expectations
he lazy, crazy days of summer are finally here. For some service departments it is a time to relax. For others, it is valuable time to improve morale and maximize the value each employee can contribute to the work place. When is the last time you took part in one-on-one discussions with each staff member, focusing on how each employee can improve the value they bring to the company? Has management openly discussed what is expected of you on a day-to-day basis? Is there a clear understanding of which daily work habits will add value to the company? Has management set up written guidelines to help all employees improve and maximize their personal worth within the business? For those of you who do not have access to a computerized tech evaluation system or those who want to evaluate a technician’s worth on more than computerized number evaluations, here is a system I use that enumerates what is expected of each field service tech. Those employees who want to succeed have a clear cut vision of what should be accomplished. Those who fall short of management’s expectations have a written, easy to understand blueprint of what needs to be improved on a regular basis.
Following is a list of the attributes I value in field technicians. The list can be easily customized to fit your own service department needs or other positions within any company. Periodically (monthly or quarterly) I have each tech fill out their own Tech Evaluation Form and turn it in to their manager. Independently, their supervisor or manager also fills out the same form evaluating each employee. The two forms are then compared. I often find the better techs rate themselves more conservatively than do my less productive employees who frequently give themselves high ratings. • •
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Attendance: The tech should be at work every day when they you are not on vacation.
Punctuality: First and foremost, the tech should be on time to work every day, which includes getting to their first call on time. When a tech has been assigned a specific time to be at a customer’s office or to meet with a specific person (including a sales rep or key operator) the tech should be on time. They should contact dispatch if a call is taking longer than normal, or they have encountered a situation that will delay their scheduled work.
The tech’s vehicle should be kept in proper working order, with fuel, money for parking or tolls, and a spare tire. Furthermore, the car stock should be organized with an upto-date printed inventory, with the appropriate parts for their territory and normal work assignments.
Have a clean, organized tool kit, including cleaning supplies, meter, and working flashlight. Having a cell phone, l
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tablet or computer with charged battery and in proper working condition is also a must.
The tech should be able to locate the customer’s office and work only on assigned equipment.
Always treat the customer in a professional manner. Be respectful of the client’s working atmosphere and leave the equipment and work area in a clean and orderly manner.
Maximize productivity by diagnosing problems and the solutions necessary for a complete service call, always striving for first call completion.
Seek technical help in a timely manner by quickly accessing service bulletins and blogs, service and parts manuals, and using the manufacturer’s hotline, as well as downloading updates, apps, and patches as required. Maximize productivity by creating value for the company. Understand you are representing the company through your work ethic, repair competency and customer relation skills. Paperwork such as billing, documentation and parts orders should be complete and correct, including legible handwriting, getting a customer signature or approval when appropriate, and turning it in, in a timely manner.
Turn in leads that generate new profitable business for the company. Each employee needs to be aware of the need for the company to grow through acquisitions of new customers. Always keep a lookout for a friend, relative, acquaintance or current customer who has a need for a piece of equipment or service the company provides.
Contribute a special project or idea that benefits the company. Keep your mind open to seeing areas of the company that can be improved. When you have a solution to a challenging situation, share your insight with the appropriate person in a professional manner. Optimize the full use of the each work day. Be creative in finding ways to improve your overall productivity. Focus on what can be accomplished. Strive for first call completion.
Meaningful and active participation in service meetings. Come prepared and be on time. Have all the warranty and returnable used parts ready to be turned in. PC boards that can be sent for repair must have appropriate paperwork for repair or warranty return. Separate any hazardous waste parts for appropriate disposal. The tech should email a list of any needed supplies or parts they want to pick up the during the service meeting by noon the day before the meeting. Ongoing self-education and taking part in structured and independent educational offerings by the company is essen-
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SERVICE MANAGEMENT
Great Tech Expectations
tial in keeping technical expertise current. The office equipment business is constantly changing. Customers are buying our technical expertise. Today’s successful office equipment technician must continually educate themselves to stay current with the ever changing technology.
•
Be aware of and adhere to the company’s policies and procedures, and display a positive attitude toward work and your fellow employees to create a better work atmosphere for everyone.
bility to establish and support continual improvement. I find putting your goals into writing is the first step to achieving those ambitions. You may also work with your staff to create their own list of desired attributes. ENX readers may request an emailed copy of this one page, ready to use Tech Evaluation Form in a Word document, by emailing Ronelle Ingram at ronellei@msn.com. u
Periodically requiring techs and managers to review the wide range of expectations and realities of one’s day-to-day work experiences refreshes the focus on appropriate daily work habits. The less hectic summer is an excellent time to begin a new, ongoing self-evaluation program. It is the manager’s responsi-
Field Tech Evaluation Report
Date __________ Evaluated By ______________ Employee _______________
Total Points Earned ______
Rate yourself on the following criteria on a scale of 1 through 5 points. 5 representing the best. 1. Attendance _________ 2. Punctuality _________ 3. Transportation working properly, full of fuel, parking toll money _________ 4. Ability to find customer’s office and work on the assigned equipment _________ 5. Productive and profitable work habits _________ 6. Car stock: having the appropriate parts in an organized way _________ 7. Tools – clean, neat, orderly, meter, working flashlight, charged phone, tablet, computer _________ 8. Initiative: doing all the work that is needed in a timely cost effective manner _________ 9. Customer relations: always treating customers in a professional manner _________ 10. Ability to identify and diagnose problems. Always strive for first call completion. _________ 11. Ability to use service and parts manuals effectively _________ 12. Seeking technical help in a timely manner...using manufactures hotline _________ 13. Productivity, creating value in a timely manner _________ 14. Adhering to company policies and procedures _________ 15. Paperwork: complete, appropriate billing, legible, signed, turned in promptly _________ 16. Using your individual talents to help the entire company _________ 17. Turning in leads that generate new, profitable business for the company _________ 18. Contributing a special project or idea that benefits the company _________ 19. Optimizing the full use of the work day _________ 20. Positive attitude toward work and your fellow employees _________ 21. Meaningful participation in service meetings _________ 22. Ongoing appropriate education Total points _________ Additional comments______________________________________________________________________ ________________________________________________________________________________________ 54
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MPS FOCUS
Even the Best Managed Print Services Can Get Better
L
yndon Johnson’s Secretary of Health, Education and Welfare John Gardner once said, “Excellence is doing ordinary things extraordinarily well.” Of course, this came long before the advent of managed print services (MPS), but the words still resonate in the day-to-day routines of many of today’s top service providers. Without the proper attention and a commitment to operational excellence, their road to success would be a lot more challenging. A proper focus is needed for good organizations to make the adjustments and improvements needed to attain loftier goals, such as building an industry-leading customer service team or improving profitability by another 10 percent.
But few companies achieve that level of success by just saying they’ll do better. Though it is a vital first step, experienced managed print specialists rarely go from good to great without a solid plan and outstanding execution. That starts with a review of each operational process, ensuring that the service provider is either following or making improvements to industry best practices. It’s extremely rare for these organizations to succeed over the long term without enhancing procedures, improving employee skill-sets and steadily refining their services portfolios. While innovation is a key to growth in the services industry, it’s especially so in the managed print field. Even small, incremental improvements can lead to distinct competitive advantages, and those transformation processes should never really stop or the organization quickly loses its market position. It’s never easy to stay at the top in the MPS industry and almost impossible without a commitment to continued practice enhancements.
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A proven way to authenticate an organization’s observance of generally accepted best practices is to obtain an industry recognized accreditation. These business credential programs offer a variety of benefits for managed print providers, including a structured process to vet and improve their business and service current practices. This exercise gives the management team a good opportunity to assess and compare their operations with those of industry leading providers and refine their procedures along the way.
Those improvements often allow MPS professionals to cut costs, streamline operations and improve their customer service levels. For example, in order to obtain the new CompTIA Managed Print Services Trustmark, applicants must meet specific skill and knowledge criteria and adhere to certain prescribed standards. The credential program comprehensively covers each area of an MPS business, requiring applicants to review and, when necessary, makes adjustments to meet or exceed the industry-best practices. Business credentials also provide a boost to a holder’s marketing efforts. Those who hold a CompTIA Trustmark understand the value they offer – creating a true differentiator for both dealers and solutions providers. The programs are specifically designed to allow applicants to improve employee and organizational capabilities, elevate their professional status with clients and prospects, and enhance their overall marketing opportunities. Companies that obtain a Trustmark have shown themselves as equipped with the latest tools and understand state-of-the-art business practices, improving their chances of attracting new customers and retaining their current clients.
The CompTIA Managed Print Services Trustmark addresses a variety of business fundamentals and industry requirements, including: We Saw It In ENX Magazine
By Jim Hamilton
A code of conduct: The credential sets the bar for business ethics and professional responsibility, as well as service delivery and advertising.
Operations: This section covers contracts and other agreements, tools and processes, standard operating procedures and customer relations.
Management/finance: Applicants must review and adhere to specific practices involving financial procedures, risk management and human resources.
Sales skills: This covers prospecting, methodology, client management, billing, business reviews and strategy. Delivery skills: Establishes the standards for monitoring deployment, fleet management, supply requirements, reporting and meeting service requirements.
Operations skills: Covers financial processes, cost determination, productivity and profitability, inventory, logistics, yield, billing, support and best practices. For managed print providers, service is still one of the biggest differentiators. Business customers expect – and no doubt deserve – excellence from their MPS partners. Those who can meet or exceed those objectives will be more likely to succeed in today’s competitive environment. After earning a CompTIA Managed Print Trustmark, organizations can more easily offer their customer the assurance that they are not only willing to meet their expectations, but have what it takes to deliver on that promise.
Want to learn more about the CompTIA Managed Print Trustmark? Check out our latest Quick Start Guide, which outlines the process and details the benefits for providers who participate in this extremely valuable, business-enhancing program. continued on 58
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MPS FOCUS
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Even the Best MPS Can Get Better
For those who want a more up-close and personal experience, join us for the live workshop session at the upcoming CompTIA ChannelCon event. You’ll have the opportunity to talk with existing Trustmark holders about the value of these accreditations and get helpful tips for completing the process – and save $100 on the program!
While the support options for the Managed Print Trustmark are numerous, the first step is up to you. After all, taking your business from good to great should never be easy…but a little support from CompTIA will surely boost your prospects.u Jim Hamilton is vice president of member communities for CompTIA. He can be reached at JHamilton@comptia.org.
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MANAGER PRINT M ANAGER
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www.itcsystems.com www.itcsystems.com We Saw It In ENX Magazine
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ENX Display Advertiser Index All Leasing Services 25 Repo/Offlease Copiers, Printers and Faxes Phone: 866-727-3750 Phone: 949-727-3750 Fax: 949-727-3850 bids@alscopiers.com www.alscopiers.com ARC Services Co 43 Specializes in Konica Minolta Original Parts Phone: 818-859-7459 Toll Free: 800-304-5933 Fax: 818-859-7465 info@arcservicesco.com www.arcservicesco.com Asset Recovery Specialist Phone: 866-757-4545 auctions@equipmentrecovery.com www.EquipmentRecovery.com
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Business Technology Association June 17-18, 2013 - Chicago, IL Phone: 800-843-5059 www.bta.org/BTAMidAmericaEvent
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Carolina Wholesale One of the largest office machine and supply distributors in the United States. Phone: 800-521-4600 Fax: 800-356-9169 sales@cwholesale.com www.cwholesale.com
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China Eternal Headquarters Phone: 8610-8151555 Fax: 8610-81512020 sales@chinaeternal.com USA Phone: 508-802-9959 Fax: 508-802-9975 sales@chinaeternalusa.com www.chinaeternal.com
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Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: 510-746-2080 www.copiernetwork.com sales@copiernetwork.com
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CompTIA ChannelCon www.compTIA.org/boost
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Crystal Trade For your Canon & HP Parts & Supplies Phone: 888-889-9598 Fax:713-789-1832 anisark@csihouston.com www.RemanCartridges.com
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Direct Precise Imaging Consistently Delivers 100% USA made Product Toner Compatibles Phone: 888-376-7311 www.directpreciseimaging.com
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DocuWare Corporation Build your solutions department & watch your profit grow Phone: 888-565-5907 dwsales@docuware.com www.docuware.com
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ECi FMAudit 02 Remote meter reading and Managed Print Services Phone: 800-440-8664 ext. 89172 fmaudit@ECiSolutions.com www.fmaudit.com Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com
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EpartsRoom 67 Cost Effective Solutions for Circuit Boards & PCBâ&#x20AC;&#x2122;s, Hard Drives, Fuser & Fixing Parts, Finishers and Sorters and more! Shop online at: www.epartsroom.com. Phone: 877-503-7278 Fax: 713-849-9001 www.epartsroom.com Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com
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ESP espei.com surgex.com
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July 2013
GE Capital Buy pre-owned copiers from GE Capital Phone: 203-749-6056 kristen.desrosiers@ge.com
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Greater Philadelphia Equipment Co. Copiers, Accessories, Fax Options & Print Controllers Phone: 215-788-7111 Fax: 215-788-4445 gpec1@verizon.com
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Hytec Phone: 800-883-1001 / 407-297-1001 Fax: 407-297-4310 www.hytecrepair.com
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I.C.E. International Copier Exchange Wholesaler of Copiers Phone: 888-423-2679 www.copierpoint.com
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IDS-International Digital Solutions Authorized Toshiba Distributor for Copiers, Printers, Fax OEM Parts & Supplies Phone: 888-372-3700 Fax: 562-921-1167 suzannecarter@idswc.com sales@idswc.com
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ILG OEM Compatibles Phone: 800-937-2880 www.ILGLaser.com
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Industry Analyst Want To Close More Deals? Phone: 585-232-5320 info@industryanalysts.com www.industryanalysts.com
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Ink Cycle Phone: 1-877-894-8387 www.inkcycle.blog.com www.linkedin.cim/inkcycle www.twitter.com/inkcycle
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Expo Reciclador August 15-16, 2013 Mexico City, Mexico Cell Phone: 52 33 1 1605 9883 show@exporeciclador.com www.exporeciclador.com
Express Sales Phone: 877-777-5001 www.escorp.biz
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Ink Direct Genuine OEM Supplies Phone: 714-775-8255 Fax: 714-775-5234 www.inkdirects.com
Frontier Imaging 24 Distributor of Copier, Printer & Fax Supplies Phone: 888-530-8811 Fax: 310-898-2788 www.frontierimaging.com
Intellinetics Phone: 614-921-8170 Fax: 614-850-2789 sales@intellinetics.com www.intellinetics.com
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Intercom Exporting Inc Minolta Copiers, Parts & Supplies Phone: 800-960-1119 Main: 954-978-2121 Miami: 305-757-7878 Fax: 954-978-2412 sales@intercomcopiers.com www.intercomcopiers.com
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ISC When In Doubt, Check It Out Phone: 941-961-7897 www.ISC-Inc.org
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ITC Supplies Toll Free: 1-877-933-5558 itctoner@gmail.com
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ITC Systems Phone: 314-872-7772 USA Phone: 416-289-2344 Canada sales@itcsystems.com www.itcsystems.com
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Jamex Copier/Printer/Fax Vending Applications Phone: 800-289-6550 Fax: 607-257-1139 www.jamexvending.com
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Katun www.katun.com
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Lasertone Phone: 800-700-0733 www.LasertoneUSA.com
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Managed Print Services Association Contact: Joe Barganier Phone: 614-882-4121 buckeyefenn@att.net www.yourMPSA.com
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Mambo Trading Phone: 877-Mambo76 (626-2676) Fax: 562-663-9037 ask@mambo-trading.com
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Mars International Wholesaler of Pre-Owned Copiers Phone: 866-866-MARS (6277) Phone: 973-777-5886 Fax: 973-777-5889 www.marsintl.com
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Midwest Copier Exchange Used Copier Wholesaler Waukegan, IL: 800-863-3693 Chicago, IL : 847-249-7011 Orlando, FL: 407-856-5678 Baltimore, MD: 410-381-5990 Santiago, Chile: 562 48 153 77 www.midwestcopier.com
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MWA Intelligence, Inc. Phone: 800-875-2371 sales@mwaintel.com www.mwaintelligence.com
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\National Copy Cartridge Phone: 619-562-6995 Fax: 619-562-6899 order@nccreman.com www.NationalCopyCartridge.com
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Nation Wide Repair Service 69 Complete Office Equipment Repair Service Phone: 866-655-8676 Tech Support: 800-798-1814 www.nwrsinc.com Niche Equipment Office Machines & Supplies Distributor Phone: 630-629-9220 Phone:877-446-4243 Fax: 630-629-6790 www.nichee.net NuWorld Business Systems Copier, Printer, Fax & Business Machine Supplies Phone: 800-729-8320 Fax: 800-829-0292 info@nuworldinc.com www.nuworldinc.com
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Office Land OEM Parts for Copiers and Printers Phone: 818-778-0100 Fax: 818-778-0101 www.officeland.ws
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OKI Phone: 800-Okidata (654-3282) www.Okidata.com/TMP
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OverstockPartsNetwork.com Phone: 307-587-8446 sales@beiservices.com www.beiservices.com
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Parrot Distributing Authorized Panasonic Panaboards and Printers Wholes ale Distributor Phone: 800-451-3336 Phone: 423-855-1405 Fax: 423-855-1434 www.parrotdistributing.com
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Parts Drop Copier Parts, Supplies, & Tech info. Phone: 201-387-7776 www.partsdrop.com
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Parts Now Phone: 1-800-886-6688 www.PartsNow.com
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Printer Essentials Phone: 800-965-1180 Fax: 775-850-2630 sales@PrinterEssentials.com www.PrinterEssentials.com
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Ross International Buy and Sell Used Copiers Phone: 800-240-7677 Phone: 973-365-9900 Fax: 973-473-8800 purchase@ross-international.com www.ross-international.com
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RPT Toner Phone: 888-778-8663 Fax: 630-694-9060
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Seine Technology 53 The Worlds Leading Toner Remanufacturer Phone: 909-869-0730 Fax: 909-869-0736 sales@seinetecusa.com www.seinetecusa.com SINDOH Authorized Distributors Carolina Wholesale Ph: 800-521-4600 www.cwholesale.com/SINDOH Collins Distributing Ph: 800-727-0884 www.CollinsDistributing.com http;//www.sindoh.com Supplies Wholesaler The Cartridge Experts Phone: 866-817-8795 sales@SuppliesWholesalers.com www.SuppliesWholesalers.com
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Toshiba Copier / Print Manufacturer Phone: 800-GO TOSHIBA www.toshiba.com Uninet West Coast: 424-675-3300 East Coast: 631-590-1040 sales@uninetimaging.com www.uninetimaging.com
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World Of Fax 64 Fax, Copiers & Laser Printer Parts Specialist Phone: 1-800-634-9329 Fax: 1-866-FAX-PARTS WorldOfFax.com CopierPartsStore.com
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By Britt Horvat
TECHNICAL TIPS
Xerox 7120 style Fuser Modules
T
Repairing and rebuilding the fusers for the WC-7120, 7125, 7220, 7225
he WorkCentre 7120 series is a group of full color pure-bred Xerox machines which are worthy of our attention. These fellows share a lot of the basic design hallmarks of the 7425 style although they land on a slightly lower pricing level. As is usually the case, the fuser module is an important component which is pricy enough to warrant rebuilding. This fuser is slightly simpler than the 7425 fusers we covered in the past two articles, so I think we can tackle this topic in one article. The 7120 fuser looks very similar to the 7425 style fuser at first glance, and the basic design is pretty close, at least in concept. If you’ve read the 7425 fuser rebuild articles, this procedure will look familiar. In spite of the similar design however, the components don’t cross over for the most part. For example, the Fuser Heat Roller is considerably shorter on the 7120.
The WorkCentre 7120 and 7125 were released first, and they are joined now by the newer WC-7220 and 7225 models. The fuser module which fits all 4 models is sold under the part number 008R13087 for the 110 volt version (overseas the 220 volt version is 008R13088). It has a stated yield of 80K according to some online sources although the OEM brochure doesn’t say. Pricing online ranges between $350.00 and $500.00. The Fuser Heat Roller isn’t spared in the OEM Parts Book, but thankfully some good compatible Fuser Heat Rollers have recently surfaced which make this fuser rebuildable.
if you were to walk up to the machine to remove the fuser and the “Inner Face” is the opposite side. The “Top” is where you’ll find the yellow Fuser Exit Guide. Now let’s get right down to it.
7120 style Fuser Module
Now you can see the Thermistor / Thermostat Assembly which is beneath the Inner Cover.
Photo #3: Inner Cover (3 screws)
Photo #2: Removing Outer Covers
PROCEDURE:
1. First remove the “Outer Cover,” held on by two screws. You can use a 5.5 mm nut driver or #1 Philips Head. The screw near the front end also retains a small square cover; take that off now because it will fall off easily. Swing the yellow exit guide all the way open. As you jiggle the Outer Cover off, be gentle at the Rear End, because there are wires going to the Fuser Exit Sensor which is mounted on the Outer Cover (see Photo #2). You will need to raise the rear end off and disconnect the connector from that sensor.
Photo #4: This piece falls off easily
4. Release the front Thermostat (two screws with a #1 Phillips-Head) and pull the Fuser Heat Lamp terminal from the spade lug on the Thermostat (refer to Photo #5).
5. Mark the position of the Heat Roll Stripper Guide (black plastic). You can mark it using a pen or marker on the metal frame (see Photo #6). The idea is to make it easy to put the part back in the same place later when you go to reassemble every-
2. Then, remove the small rear end cover which also faces the “Outer Face” (one screw). Photo #1: Orientation
Let’s get start by getting oriented-- check out Photo #1. The “Rear End” is the end with the Heat Roll Drive Gear and the main Fuser Connector. The “Outer Face” is the side which would face you 66
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3. Next flip the module over and take off the “Inner Cover” (three screws - refer to Photo #3). Watch out--near the front end, there is a small Tensioner Arm which serves as a catch for the yellow exit guide. This piece can fall right off of the Inner Cover at this point (see Photo #4). We Saw It In ENX Magazine
Photo #5: Release the Front Lamp Terminal from the Thermostat
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TECHNICAL TIPS
Xerox 7120 style Fuser Modules
Repairing and rebuilding the fusers for the WC-7120, 7125, 7220, 7225 continued from 66
Photo #6: Mark the position of the Heat Roll Stripper Plate before removing it.
thing (if this stripper is riding on the heat roll it will damage it and if it’s too far away, paper jams will result.
NOTE: Steps 6 through 9 will help clear about 3 mm of room for the Heat Lamp to shift towards the rear end of the fuser, which is just enough to free up the lamp’s wires from the metal frame at the front end.
Photo #7: Screw locations
you can shift the Heat Lamp towards the rear just far enough that the two front blue wires from the lamp will clear the metal frame (see Photo #8).
Photo #9: Slide the Heat Roll off towards the front over the heat lamp
13. Re-use the existing Heat Roll Bearings. These can be very stubborn; both in coming off of the old roller and going onto the new one. You will need to use large mouth pliers or a similar tool and a hammer to tap the old bearings off (See Photo #10).
6. Release the "Connector Holder Frame" which is a small metal frame on the rear end which holds the Main Fuser Connector (refer to the two screws marked "A1" and "A2" on Photo #7). Once that is released, you can remove the Fuser CRUM Board, which has a single 30mA pico-fuse on it for resetting the fuser counter. 7. Next release the black plastic wire guide which is found just below the Connector Holder Frame if you look at Photo #7 (one screw marked “B”). 8. Also release the Rear Lamp Holder Frame (one screw found approximately where the arrow marked “C” is pointing on Photo #7). This piece secures the lamp’s rear ceramic end.
9. Finally remove the Exit Idler Gear Bracket (two screws marked “D1” and “D2” on Photo #7).
10. Now, release the Thermistor / Thermostat Assembly (five screws with #1 Phillips) and move it so that 68
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Photo #8: Free the front Lamp Wires
11. Take note of how far the Fuser Pressure Screws protrude down below the frame; count threads or mark them so when you reassemble later, you can return the pressure back to where it was. The example fuser which I used to produce this article had 6 threads showing below the frame on both ends. Then back out both Pressure Screws and hinge the Pressure Sleeve Assembly up and off of its hinge pins.
12. Now the Fuser Heat Roll Assembly can be lifted out of its cradle. Slide it off of the “Front” end of the Heat Lamp (see Photo #9). We Saw It In ENX Magazine
Photo #10: Bearing Removal
That should do the trick! Happy Repairs everyone! See you all next month. u Britt works for The Parts Drop, a company whose primary business is providing parts, supplies and information for Xerox brand copiers, printers and fax machines. You can find more information, including many of Britt’s past ENX articles on their website, www.partsdrop.com . If you’d like to read more about Xerox brand office equipment, there’s also a complete listing of past articles under contributing writers on the ENX website (www.ENXMAG.com )
PRINTER TECH TIPS
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Printer Tech Tips Input Device Paper Jam for HP LJ9000/9000MFP/9040/9040MFP/9050/9050MFP/M9040MFP/M9050MFP/CLJ9500
Common component: C8531A Tray 4 High Capaticty 2000 sheet feeder Problem: consistant 13.11.05 input device paper jam when attempting to print from tray 4
This tab however is known to break (shown in figure 2), which then will not allow the roller to drop resulting in constant 13.11.05 paper jams.
Likely cause: Broken Pick up assembly RG5-6208
The tray 4 pick up assembly has a tab that is depressed when the cassette itself is completely closed to lower and engage the pick up roller. (figure 1)
figure2
The corrective action is to replace the paper pick up assembly RG5-6208. u
figure1
This Tech Tip is contributed by LaserPros (www.laserpros.com). Email any questions to marketing@laserpros.com. We Saw It In ENX Magazine
July 2013 l www.enxmag.com l
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TECHNICAL TIPS
TECH HELP
Subject: Strange Toshiba DP8130 problem
Question: The customer was having trouble with blurring when they printed through doc or off glass, but internals were perfect. I changed the CDD/lens unit and this fixed the issue. When I ran copies after the repair, I noticed only the first sheet of the image was cut off around 5” on the lead to trail and every copy after was perfect. There was a lot of dust build up on the lower aligning roller, so I cleaned both brushes and then the first copy was good. I have been on vacation this week and just talked to the covering tech—they are getting the cut off problem on the first page again. The covering tech said he called tech support who told him to order a board, which we’d get next week. What do you guys think? I’m not so sure we’re looking at a board problem. Answer: I don’t believe it would be a board issue either. There was a bulletin a long time ago about there being voids on some pages because of a poor design on the aligning roller. Could this be the problem? I don’t know, but I will dig up the bulletin and email it to you. I just sent that bulletin to you, but after reading it I don’t think that’s your problem either. I still think it is a paper feed issue though, but I’m just not sure exactly what.
Question: Thanks. I too have a hard time believing it’s a board issue. I did get it to work after just cleaning the brushes and roller and now it’s back. I would think I need to replace the aligning roller and what drives it. I will have to look at the parts page since I can’t remember if the aligning roller is direct drive or clutch. I would think that it’s clutch. I did mention this to the other tech and he said, “If it was the clutch it would do it on all the copies,” but I don’t believe that either. Thanks for the bulletin, I did get it. Answer: The clutch on the reg roller has an Allen set screw if I remember correctly that gets loose. First copy is off, then the screw starts grabbing and the rest is good.
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Question: I think you are correct. I did get it to work cleaning everything so that tells me it’s in the aligning roller area. Sounds about right. I will check this out for sure. Thanks.
Subject: Toshiba ES-452 A fold in the paper
Question: Hi. This copier is weird. Sometimes it works perfectly, but other times it makes a fold in the middle of the paper. The paper is from the LCC, and it makes a little fold 2 inches from the bottom of the paper, and that folded part in the paper misses the image. This folding happens before the registration roller. Please advise me on any ideas. Thanks in advance.
Answer: Does it do it from other cassettes or just the LCC? Usually a Z-fold comes from the aligning roller not turning or turning on late. If only in LCC, I would start there with LCC aligning roller. Good luck. Question: No. The other 2 cassettes are working fine. Thanks for the input.
Answer: I think it is just incidental that the symptoms only occur in the LCC drawer. You need to troubleshoot for Zfolding in general. Check the actuator for wear, clean behind the actuator holder and the sensor, and replace the clutch. By the way, if you are sure it happens prior to the AR then focus the same troubleshooting on the transport roller. Question: Hi. Many thanks for the great information. The problem ended with me replacing 6LA66937000, 6LA66940000, AND 6LA66938000. Thanks again.
Subject: Kyocera KM-3060 Almost blank copy
Question: Hi folks. I have this machine I brought in to recondition. I’m getting just a small portion of the image I’m copying. I tried everything including maintenance kit. I’m thinking it looks like maybe it’s a drum ground—I see in the rear inside frame the contacts. I’m guessing these are the contacts for primary charge, but where would I be able to check for the drum ground, assuming there is a ground? When I do a status page, it is also blank, with just a small amount of We Saw It In ENX Magazine
print on the page. I stopped the copier in the middle of a copy, and don’t see any image on the drum. I checked the transfer roller which seems ok. Any help is greatly appreciated! Thanks. Answer: It could be dirty optics or laser unit is my guess. Answer: Check DV bias connector (behind dev unit). Also try the high voltage PWB in back supplies charge, bias and transfer. Question: The DV bias is missing.
Answer: If the DV bias is not the culprit maybe check the contacts on the paper conveying section 2 for the transfer roller (terminal plate transfer and terminal plate station) and also the contacts where these meet in the copier (base terminal main or base terminal transfer) I believe they are easily deformed.
Question: Can I check DV voltage off the developer roller during “copy”? If so, what can I expect to read? Back in the days I could do this with Canon analogs, and read -180v.
Answer: Check to make sure the transfer roller is intact and that the springs are in place on both sides. Answer: The developer contact in the back of the machine was making poor contact—I wedged a piece of paper behind the connector as a fix to hold it while the dev unit is pushed against the connection. It’s just a temporary fix but I will let you know if it is the cause. u
Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.
TECHNICAL TIPS
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